Frequently Asked Questions

Car rental Tips and Tricks Jan 21, 2018

Do I need an international driving licence?

A valid driving licence is required to pick-up the vehicle. Driving licence must be written in Latin characters (European and/or international driving license or translation)

How will I know that my reservation is confirmed?

Once you confirm reservation you will get pending info e-mail. We will check car availability and based on car availability we will provide you confirmation or cancel e-mail containing the details of your reservation.

How do I make a reservation?

Making a reservation is very simple. There are several ways to do it. - Online: Visit our main page and use booking engine. Proceed the required steps and soon your reservation voucher will be sent to your e-mail box (max: 12 hours) - Telephone: Call to our reservations telephone center (+385) 99 342 3001 Office hours 08.00-22.00 (GMT +01.00) Seven days a week. Our friendly staff are fully trained and experienced to ensure that you get the best price.

What if I need to cancel my reservation?

Please inform us as soon as possible in case you want to cancel or change the reservation. Change or cancel your current reservation at any point prior to the rental. There are no charges incurred for re-booking and cancellations.

I have decided to pay at location. How can I pay?

You can always Book & pay at location. Payments at location can be performed either by cash or with any major credit card (like, VISA, MASTERCARD and AMEX). The credit card's holder must be present for a signature.

Do I need a credit card to rent a car?

No, there is no need to hold a credit card if you decide to pay the car rental cost upon arrival. Please have a note that if you don't own credit card that you will need to buy PREMIUM insurance + 40eur for no credit card fee.

What is NOT included in your prices or Special Offers?

Fuel is not included in any rental (the renter pays for the fuel). In addition all traffic fines and parking violations are paid by the client (authorized driver).

How old do I have to be, to rent a car from your car rental company?

Authorised driver must have 22 years ( If the customer is in the age range 18 -21 YOUNG DRIVER FEE in the amount of 10 € per day with a maximum of 87,50 € per rental will apply + PREMIUM insurance is obligate).
Authorised driver must have full license held for minimum of 2 years with no major endorsements if not YOUNG DRIVER FEE + PREMIUM insurance will be applied.

In case of an car accident steps?

In case of accident, vehicle damage, theft or loss or other similar circumstances the driver is obligated to:

  • Immediately report such incident to the police.
  • Report incident to Avax rent a car representative (phone or email).
  • Record all participants in incident.

How many drivers can drive the rented car?

Our prices and offers include one person as main driver. One additional driver is also included. There is an option to add other people as a third driver or fourth driver. This option is charged extra for just 2Eur/day.

How will I know the person who will be waiting for me?

Our employees will wait for you at the meeting point will be holding in their hands a banner bearing your name as well as our company's name. Having those clues, you shall go towards him.

What should I do if I get to the meeting point earlier than the pre-arranged time or if your employee is late?

You will have to remain to the meeting point until our employee comes and pick you up, or you can get in touch with our office to give you further instructions.

If my flight of arrival delays, will your employee wait for me to deliver the car?

Of course our employee will wait for you. All our employees are informed at all times for the arrival as well as changes that might occur and they wait for your arrival flight to deliver you the car. Please note that special out of hours fee will be applied if you arrive after regular locations hours.

When I pick up the car what do you require from me?

When you pick up your car, you will need to: (1) Show a valid driving license in English/Latin characters. (2) Show a valid passport or ID card. (3) Sign the Rental Agreement to accept the standard rental terms and conditions, and the insurances.

If I have forgotten my driving licence, can I take the vehicle?

Driving licence is mandatory for renting a vehicle and you can't rent a car without valid driving license.

Can the excess be reduced to zero?

Yes, if you select Premium insurance option your deposit for excess will be reduced to zero. Please have a note, even you take Premium insurance we will pre-authorize deposit for:Parking, and traffic violation related fees: We will pre-authorize an additional 120 Eur for parking and traffic violation related fees. This will be automatically released if there no parking or traffic violations during the rental period.

Is there limit for millage during my rental?

All our rates include unlimited millage, that mean that you can drive as much as you want.

Is it possible to modify my reservation after it is confirmed?

You can reserve this vehicle without paying anything in advance, payment will only be required upon collection of the vehicle. Enjoy maximum mobility and flexibility. Change or cancel your current reservation at any point prior to the rental. There are no charges incurred for re-booking and cancellations.

Is there any extra fees?

There is no any hidden fees and costs, all prices are listed online and all info is sent to your email. Transparency for us is a key value. We want you to travel to your destination with the utmost serenity, without worrying about surprises or unexpected things.

Can I get a refund if I returned my car early?

Unfortunately we can not refund you for any part of your hire that you do not use.

How rates are calculated?

The rates are based on a 24 hour rental day starting with the hour you pick up the vehicle.

Do you provide One Way Rentals?

All cars available for one way rentals, provided that such arrangement is made at the commencement of the rental and confirmed on the rental agreement.

Can I do Pre-purchase fuel and return empty?

Avax rent a car strives to provide transparent online service with user friendly booking engine. One of the most commonly mentioned topics by our clients is the fuel option. You may decide yourself if you want to pre-pay for the fuel at the pickup, or fill your car hire up yourself before returning the vehicle to the supplier, and here we advise how to do it. On the last step of booking process, you have Facilities options, and you can select Pre-purchase fuel and return empty. We will provide you full fuel tank and you can return fuel empty as possible, as there are no refunds for unused fuel.This option comes in handy if your rental is longer and you will have limited time to go to the petrol station to fill in the car before returning it to the rental company. If you choose this option, you pay for the fuel at the pick-up time and return the car as empty as possible, as there are no refunds for unused fuel. As mentioned at the beginning, it is a good option to choose for a longer car hire, or at least when you know you will use the vehicle a lot.This is our clients' favorite option, as you pay only for the fuel you actually use. With this fuel policy, vehicles are picked up with the full tank of fuel and need to be returned full as.

Can I rent a car out of your working ours?

Yes, that service will cost you 35Eur for pickup or return car out of hours. If you need to pickup or return car out of hours that will be 35+35Eur.

What is minimum rental period?

Minimum rental period is one (1) day. First hour delay in return is not charged as long as our company is informed. Next 3 hours are charged at 10Eur per hour. Over 4 hours delay one day rate will be charged.

How much fuel will get in car and what is fuel policy?

The renter has to return the vehicle with the same level of petrol as delivered. Vehicles delivered during the night (out of office hours), have at least half tank of petrol filled. This will be enough to drive you anywhere in the Croatia. In addition, our representative will be happy to guide you to the nearest petrol station.

I did lost key of car?

We will provide a new key, price for this service is 100 Eur for delivery new key + A Loss Of Key Fee applies in the amount of the price of the official car dealer.

If I do Traffic Violations, Traffic fines and Administrative Sanctions?

Tickets and appended administrative sanctions resulting from any violation of the Croatia Traffic law during rental period, is solely the renter's responsibility. If any such administrative sanction is not disclosed to the company at the end of the rental period (contract), the violation will be charged to the renter.

Can you deliver car to my hotel/apartment or meeting point?

We can deliver and collect vehicles to any place in Croatia, including airports, ports and selected hotels. All you need to do is select delivery service on last step of booking process and make a note about your address.

Does price include Croatian taxes?

All prices, offers and quotes presented online include 25% Value Added Tax (VAT).

Car Replacement in case of a breakdown or accident?

In case of the unfortunate event of an accident, your car will be replaced will another same or bigger size.

Can I drive car outside Croatia?

You can travel cross the Croatian border without additional charge to: Italy, Bosnia, Montenegro,Serbia, Macedonia and Slovenia. Note: Kosovo,Albania, Bulgaria, Romania are not included, please contact us for this request.

What is included in price?

1.Unlimited mileage
2.Local taxes
3.Insurance (Third Party Liability, Collision Damage Waiver, Theft Waiver)
4.Airport Surcharge/Railway Surcharges
5.Road tax
6.24 Hour Road assistance

How I will find your location?

All info with details map info you will get in confirmation email, with phone info and other necessary info about location

I did not get my deposit back?

Secure deposit will be released up to 15 to 30 days from authorization day. If not contact your bank to unfreeze your money.

What kind of fuel should I put in the vehicle?

Information on fuel will be provided to you at counter at pick up time. In addition, the fuel type will be mentioned in the tank flap and in the vehicle manufacturer's guide that you will find in the glove box.

Can I get a copy of my invoice?

Yes, Our officer is obligate to provide you copy of your invoice, if not please submit ticket General Inquiries and we will sent you copy of your invoice.

Do I need to return car with full tank?

You will need to return car with same level that we did provide you, except you did Pre-purchase fuel and return empty option then You may return the vehicle with whatever fuel is left in it.

What happens in case of dispute related to my rental?

Wherever your rental took place you can choose to consult with the Customer Relation Service department in your country of residence. Your Customer Services team will contact the country of rent on your behalf and try to resolve your query. You can contact Customer Relation Service directly through our section in our website.

Can I return my rental vehicle if Avax location is closed?

If you want deliver car out of regular working hours special offer "Drop Off Out of hours" fee will be applied, you can select that option on last step of booking process and please make a note about time when you want return a car.

Can I cancel my reservation online?

Yes you can cancel your reservation by submitting a new ticket with cancellation request.

Do you take my credit card info on booking process?

No we don't take any credit card info. All payment once you arrive and after you check a car.

How I am sure that car is reserved for me?

Once you book car on your website you will receive pending email notification. Once we check your request we will send you cancellation or confirmation email with all details. Please have a note that email can be delivered to your junk/spam folder. If you did not received any email from us please check those folders.

Do you wait for me if my flight is delayed?

Yes, our officer will wait for you until your arrive. Important: provide your flight number on booking process.

Are there any fees for modifying details or for cancelling a booking?

No there is no any charges for cancel or edit your reservation details.

Will my card be charged at the time of booking?

No we will not charge your credit car and ask for credit card info on booking process. All payment on arrival on collection of the vehicle in branch.

Is VAT included in the price?

Yes all online prices include 25% VAT

Can I keep the vehicle longer than I planned?

Yes it is possible but for all re-schedule please contact us via email or phone to agree details. In some situation with specific vehicle we can denied your request.

Do I get money back if I do return vehicle earlier then I did book.

No we don't do return money for leaving car earlier than you did book. You can keep car until your booking period is done.

What do "meet and greet" mean?

"Meet and greet" mean that our officer will meet you at focal point. Usually those are location where we don't have direct local office and we do meet you and deliver car at focal point.

Do I have to pay an airport surcharge?

No, there will be no any kind of surcharge if you rent a car in any airport in Croatia.

Does the Personal Accident Insurance (PAI) cover all the treatment expenses in case of an accident?

The PAI contained in the policy insures the personal effects of the renter, additional drivers, or any members of the renter's immediate family who permanently resides in the renter's household and who is traveling with the renter against risks of loss or damage. Benefits are payable in addition to any other insurance coverage the renter or passengers may have. This is a summary only.You are covered in case of dead up to 40000kn (approx. 5000EUR) and in case of permanent disability 80000kn(approx. 1100EUR).

What does TP cover?

TP covers only theft of vehicle.

Does Super CDW (SDW) remove deductible completely?

Extra SCDW removes deductible but you will still have to pay deposit in case off traffic accident or traffic violations (approx 100 Eur)

Does the rental include some kind of third party liability insurance (e.g. Additional Liability insurance (ALI)) to cover these kind of damages?

All rentals include third party liability insurance but your obligation is up to deductible amount according to insurance tables provided by Prizmic d.o.o.

In case of accident or damage caused by uninsured party, what kind or protection I have?

In case of accident or damage caused by uninsured party You are fully protected and covered; damage will be reported to insurance company that handle that kind of issues but you are fully protected.

What is secure deposit?

The security deposit is an amount which is blocked on the customers credit card as a guarantee on the car that has been provided.The amount of the deposit varies according to the rented car group.

If I select Premium insurance do I need to leave any deposit?

Yes, if you select Premium insurance option your deposit for excess will be reduced to zero. Please have a note, even you take Premium insurance we will pre-authorize deposit for:Parking, and traffic violation related fees: We will pre-authorize an additional 120 Eur for parking and traffic violation related fees. This will be automatically released if there no parking or traffic violations during the rental period.


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